Talkdesk

Talkdesk

C'est le premier logiciel pour centre d'appels basé sur le cloud au monde.

4.6/5 (431 avis)

Talkdesk - Présentation

Talkdesk est la première solution au monde de centre d'appels basée sur un navigateur qui aide les entreprises du monde entier à renforcer leurs relations clients. Plébiscitée par Box, Shopify et des milliers d'autres entreprises leaders orientées clients, elle permet aux agents de disposer d'une vision à 360° des clients.

La solution Talkdesk permet aux entreprises de :
– Avoir des conversations plus personnalisées avec les clients et les prospects ;
– Améliorer la productivité et l'efficacité de l'équipe ;
– Prendre des décisions basées sur les données pour améliorer les indicateurs de performance clés.

La solution offre des intégrations fluides dans les outils commerciaux comme Salesforce, Zendesk, Slack, Desk.com et plus de 20 autres applications majeures. Dotée de centaines de fonctionnalités personnalisables, notamment des flux de travail automatisés, des outils de reporting en direct et un routage basé sur les compétences, c'est la solution de centre d'appels idéale pour les entreprises de toutes tailles.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Europe et 5 autres, Allemagne, Inde, Amérique latine, Mexique, Afrique et Moyen-Orient

Langues

anglais, français, allemand, italien, portugais, russe, espagnol

Talkdesk - Avis

Note globale
4.6/5
94% d'avis positifs
278
Excellent
129
Très bien
16
Moyen
3
Médiocre
5
Horrible
Valdrin T.
Traduire avec Google Translate

Easy to set up and feature full contact center

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 19/03/2019
Provenance de l'avis : Capterra

Overall experience is positive, it has many great features, a click to call extension, a callbar. It also has some things that are missing, however, the overall experience, we as admins of talkdesk, and our agents is positive.

Avantages

The most I like about talkdesk is that it has many integrations with other 3rd party sites, such as Salesforce, Kustomer, Ytica, etc. And all of these integrations are already included, out of the box -- we don't have to do any coding, or API calls ourselves.

Besides that, we also like how easy it is to set up new agents, give them a new number, or add them to a ring group and they are ready to make and receive calls within minutes.

Inconvénients

The least I like about Talkdesk is the reporting section. Granted, their scheduled reports and dashboards are great tools which we use daily; however they lack some quality of life features that will make creating and editing reports from a chore to an enjoyable experience.

The issue is that, once a scheduled report has been created, it cannot be edited anymore, and our team frequently has new hires and transfers so we have the need to add new members to different reports, but that is not possible, and instead we have to recreate the whole report from scratch.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10
Don A.
Traduire avec Google Translate

The Best, Near Perfection Integration

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 28/02/2019
Provenance de l'avis : Capterra

We have been using both SalesForce and TalkDesk for more than a year now for our company and it could have never been easier compared to what we were using before, I am really thankful that our team have discovered this platform. We started using SalesForce first for a few weeks but then TalkDesk happened and it has never been this easy for me and my team, Calls logged automatically, Cases auto populate with the correct and necessary details which results in fast and efficient customer response and information backtracking. We can never ask for a better service, The Talkdesk Live at our dashboard was super helpful for managing our Agents and for tracking our service level rates which is very important if you are working for a customer driven company/job. The only hiccup that we have experienced overall is SF connector not linking properly to the TalkDesk widget in which we figured was caused by Internet fluctuations whenever the connection speed gets lost/slow but with coordinating this with the Talkdesk Team and our IT department we were able to fix the issue and it barely happens anymore and when it does occur it can be easily fixed by reloading SF. Such an awesome service.

Avantages

Integration is a breeze, My team and I never encountered any issues with the integration and the information of any of our call logs getting lost/missing

Inconvénients

Callbar integration would sometimes disconnect fail, there are times where the information takes minutes to get transferred to Salesforce which is detrimental to fast customer interaction

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Utilisateur vérifié
Traduire avec Google Translate

Fairly innovative company, not perfect but who is

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 19/01/2018
Provenance de l'avis : Capterra

Avantages

We've been with Talkdesk for over 2 years, and in that time they've proven to be hungry for the market, very innovative and collaborative. The product is fairly robust and there are releases fairly often for improvements, minimal downtime and a nice UI/interface. The sentiment reporting is invaluable and you often don't have to reach out to support since their knowledge base is ridiculously thorough.

Inconvénients

We definitely noticed with the departure of our first CSM and transition to another, our rose colored glasses started to come off. Talkdesk suffered some serious outages later in 2017 (though they did their best to make it right after the fact). There are some seemingly obvious improvements that could be made to the product that they have so far de-prioritized over those shiny "innovative" features. Reporting more often than not requires exporting CSVs in order to truly dig into the data, and when you do have to contact support you'll always get a canned response, have to clarify and emphasize again, *then* the agent starts to answer your question.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Kenneth K.
Traduire avec Google Translate

A fresh take on an old necessity

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 21/06/2016
Provenance de l'avis : Capterra

There are a lot of longstanding names in the call center software arena. Like many verticals with legacy providers, aging code bases make agile integration, extensibility, and the introduction of innovative new capabilities difficult.

Talkdesk is the relatively newcomer to the cloud call center software space that we found to be the perfect mix of fresh, full-featured, and reliable. After all, your phone system in nothing on which you can take a gamble.

As we have grown and our needs increased, so too have the capabilities of the Talkdesk platform. We have been very happy with the decision to leverage Talkdesk as our call center solution and look forward to continuing to leverage new platform capabilities as they are introduced.

Avantages

1. A wide array of out of the box integrations with other widely used platforms
2. Great customer success management
3. An innovative team that is eager to add platform capabilities but consider tackling in new, potentially more effective ways than what currently exists.
4. Lots of opportunities to share feedback and participate in new beta offerings
5. Good value for the price per seat
6. Effective as a cross-company phone solution, both for call center and non call center staff

Inconvénients

1. An API to an API. Because Talkdesk is built on top of twilio and other telephony providers, the API is effectively a bridge to another API which currently limits integration capabilities.
2. Sometimes slow to respond or ineffective technical customer support when troubleshooting integration issues.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Hugo L.
Traduire avec Google Translate

Talkdesk for call centre

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 08/04/2019
Provenance de l'avis : Capterra

I was initially a customer experience agent. As an agent, I was using Talkdesk as a tool to communicate with customers and keep track of my performance.

I am now a manager and use Talkdesk daily in order to manage the workflow of my employees. Additionnally, I always use Talkdesk to have a detail view of the performance from the member on my team. Based on their data, I will be able to performing adequate coaching sessions.

Avantages

I like that as a supervisor I have a lot of visibility and detailed data about my agents performance. As such, I can offer personalized help to each of my agents in regards to their perfomance data shown on the Talkdesk software. It has helped me become a better manager and my employees become more performant. Additionnally, Talkdesk offers a lot of features in order for you to personalize your Talkdesk as per your needs. You can manipulate the lines and many other things in order to properly set the workflow.

Inconvénients

I don't have many cons about this software. I do see some newer agents struggling with the user friendliness of it all. However, you learn pretty quickly to manipulate it.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

Talkdesk - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Talkdesk - Fonctionnalités

  • API
  • Enregistrement des appels
  • Identification de l'appelant
  • Intégration CRM
  • Intégration des SMS
  • Messagerie vocale
  • Monitoring
  • Notifications automatiques
  • Rapports en temps réel
  • Rapports et statistiques
  • Routage des appels
  • Suivi des appels
  • Tableau de bord d'activités
  • Transfert d’appel

  • Chat
  • Conférences
  • Conférences vidéo et en direct
  • Intégration de tiers
  • Messagerie instantanée
  • Rapports sur les appels

Talkdesk - FAQ

Voici quelques-unes des questions fréquentes sur Talkdesk.

Q. Quels sont les types de licence disponibles pour Talkdesk ?

Types de licences disponibles pour Talkdesk :

Type de licence: Abonnement

version d'essai gratuite: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Talkdesk ?

Nous n'avons pas d'informations sur les fonctionnalités de Talkdesk.

Q. Qui utilise Talkdesk ?

Utilisateurs habituels du logiciel Talkdesk :

Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues Talkdesk est-il disponible ?

Langues dans lesquelles Talkdesk est disponible :

anglais, français, allemand, italien, portugais, russe, espagnol

Q. Quels sont les types de licence disponibles pour Talkdesk ?

Types de licences disponibles pour Talkdesk:

Abonnement

Q. Talkdesk prend-il en charge les appareils mobiles ?

Appareils pris en charge par Talkdesk :

iPhone

Q. Avec quelles applications Talkdesk peut-il s'intégrer ?

Applications s'intégrant à Talkdesk :

Freshdesk, Help Scout, LiveChat, Nimble, Olark live chat, Pipedrive, Slack, Zendesk, Zoho CRM, injixo

Q. Quelles sont les ressources d'aide disponibles pour Talkdesk ?

Ressources d'aide disponibles pour Talkdesk :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo

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